For Iberdrola, the volume of contacts and issues raised by customers' email (complaints, customer sign-on and sign-off, billing issues, general information issues, etc.) meant that email management required more resources, even as distribution and reporting shortcomings in the email channel management became more and more apparent, Altitude Software said.

Iberdrola selected and deployed the Altitude uCI and Altitude uRouter intelligent routing solution to assign emails to specific queues in the contact center, while providing user friendly agent desktops and scripts. The solutions' reporting tool can manage, distribute, classify and analyze all emails. Emails are automatically routed according to language and keywords. The solution has the ability to learn new keywords, build a knowledge base and improve email classification, the company added.

Joaquin Ramon, in charge of the Technology Management for Non-Presential Channels, Iberdrola Generacion, said: "By using the Altitude uRouter we have been able to automatically classify email interactions with effectiveness close to 80%. Now we can manage email contacts more efficiently, and it reflects on a better level of service and increased customer satisfaction."
Raquel Serradilla, Altitude Software Spain CEO, said: "Altitude Software is working with Iberdrola since 2000 in what has become a strategic relationship, leading to a deep understanding of Iberdrola's business needs. In the last few years, Altitude uCI solutions enabled Iberdrola to achieve easy, automated and proactive communication of meter readings, better multi-language customer service, more effective automated customer surveys, and now, getting more efficient, automated email contact management."
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